Remote Operations Manager
4 days ago
Peterborough
HELLO, WE’RE TIPJAR TiPJAR exists to make appreciation fair, transparent, and direct and in joining our team, you’ll play a part in putting tipping back in the hands of the people who earn it and rely on it most. What began as a bold idea has become a global platform changing the daily lives of thousands. We’re doing something no one has done before, and that means we move fast, challenge assumptions, and push through walls that would stop most teams. We’re a values-led, people-first company. We celebrate wins loudly, communicate openly, innovate boldly, and believe success is something we build and share together. The Role This is a broad, hands-on operational role spanning customer onboarding, service delivery, customer support, internal support, systems and continuous improvement. You'll play a key role in helping new customers move successfully from signed contract through onboarding and into business-as-usual operations, working closely with Customer Success, Product and Technical teams to ensure implementations are well coordinated and operationally ready. You'll also support the day-to-day running and development of TiPJAR's Customer Support function, helping ensure customers and users receive consistently high-quality support and that the team has the knowledge, processes and tools they need to succeed. A key part of the role will be helping issues move effectively through the business: supporting Customer Success, Support and Operations with more complex questions, investigating operational or technical issues where required, and ensuring well-defined escalations reach Product and Engineering. You'll also support the weekly cycle of tip splits, improve documentation and self-service resources, analyse operational performance and identify ways to make our onboarding, support and operational services more scalable and efficient. We're looking for somebody who enjoys working with colleagues, solving problems, creating structure, understanding how things work and continuously improving them. What You’ll Be Doing Day to Day: Customer Onboarding & Implementation • Support the successful onboarding and implementation of new TiPJAR customers., • Coordinate onboarding activity across Customer Success, Operations, Product and Technical teams., • Translate customer requirements into clear configuration and implementation actions., • Support data collection, testing and validation., • Improve onboarding processes, documentation and tooling to make delivery faster and more scalable., • Ensure key onboarding knowledge is captured and handed over effectively. Customer Support & Service Delivery • Support the day-to-day operation and development of TiPJAR's Customer Support function., • Help ensure customer queries are handled accurately, efficiently and to a high standard., • Provide guidance, coaching and escalation support to the team., • Monitor support performance, workloads and service levels., • Identify recurring issues, training gaps and opportunities to improve the customer experience., • Reduce support demand through better processes, self-service and product improvements. Internal & Escalated Support • Act as an operational escalation point for Support, Customer Success and Operations., • Investigate complex customer, data, configuration and operational issues., • Help identify root cause and provide clear guidance back to internal teams., • Improve escalation processes, documentation and shared knowledge., • Build internal capability so more issues can be resolved independently., • Feed recurring issues and customer themes back into Product and Engineering., • Use AI and automation to improve the speed, quality and scalability of operational work., • Help drive adoption of AI-assisted workflows across onboarding, support and internal operations., • Experiment with new tools and approaches, measuring what genuinely improves outcomes., • Help embed practical, responsible use of AI across the Operations function. Risk, Compliance & Information Security (First Line Responsibilities) This role forms part of TiPJAR’s first line of defence, ensuring operational processes meet Compliance, Legal and Information Security requirements. • Apply and reinforce TiPJAR’s operational controls, policies and procedures within day‑to‑day Operations., • Ensure operational activity is carried out in line with GDPR, data protection and information security requirements., • Identify and promptly escalate potential control failures, data issues, regulatory concerns or operational risks., • Deliver and embed actions arising from Risk, Compliance, Legal or Information Security reviews into operational practice., • Maintain accurate records and evidence relating to operational processes and controls., • Handle confidential or sensitive customer and business information appropriately at all times. About You Essential Experience • Experience working in customer support, customer operations, onboarding, implementation, service delivery, operations or a similar role., • Experience supporting, supervising or leading others within a customer-facing or operational environment., • Strong customer service and relationship-building skills., • Excellent organisational and coordination skills., • Strong analytical and problem-solving abilities., • Comfortable investigating issues and working through problems methodically., • Experience working with software platforms and business systems., • Strong written and verbal communication skills., • Ability to manage multiple priorities in a fast-paced environment., • Strong attention to detail and a high level of personal ownership., • Comfortable working cross-functionally with different teams. Desirable Experience • Experience in customer onboarding, implementation or project coordination., • Experience creating documentation, process guides or knowledge-base content., • Previous experience in a Senior Support, Customer Operations, Implementation, Onboarding or Team Lead role., • Experience within a SaaS, technology, fintech or hospitality technology business., • Experience with customer support platforms such as HubSpot, Zendesk, Freshdesk or Intercom., • Experience investigating or triaging technical support issues., • Exposure to APIs, integrations, CSV files or data imports., • Experience with automation tools and workflow platforms., • Understanding of operational reporting and performance metrics., • Exposure to hospitality operations, payroll, tronc or workforce management environments. You'll Thrive In This Role If You... • Enjoy helping customers move successfully from implementation into day-to-day use., • Are good at bringing structure and organisation to complex pieces of work., • Enjoy helping colleagues develop their knowledge and confidence., • Love solving problems and getting to the bottom of why something has happened., • Enjoy being someone others can turn to when an issue becomes more complicated., • Are curious about technology and interested in understanding how systems work., • Enjoy improving processes and finding more efficient ways of working., • Take ownership and follow things through to completion., • Have strong attention to detail and care about getting things right., • Are comfortable rolling up your sleeves and getting involved in day-to-day work., • Want to develop your skills and take on increasing operational responsibility over time. What Success Looks Like Within your first 12 months, you will have: • Helped create a consistently high-quality onboarding experience for new TiPJAR customers., • Improved the structure, visibility and efficiency of our onboarding processes., • Developed a strong understanding of TiPJAR's products, systems and operational processes., • Built strong working relationships across Customer Success, Support, Operations, Product and Engineering., • Helped the Customer Support team continue to develop its knowledge, capability and effectiveness., • Improved support performance and customer experience outcomes., • Become a trusted source of operational support for more complex customer and internal issues., • Improved the quality of issues reaching Product and Engineering through better investigation and triage., • Supported the effective delivery and scaling of TiPJAR's tip split operations., • Enhanced the quality and accessibility of internal and external documentation., • Identified and delivered improvements that reduce customer effort and operational inefficiency., • Taken increasing ownership across TiPJAR's wider operational function. What We Offer • Competitive salary, • Flexible working options, • Work from anywhere for up to 4 weeks a year, • TiPJAR reward scheme, • Salary Sacrifice Pension Scheme, • Company socials, • A values led, supportive team, • A workplace where your ideas matter and your impact is visible Our Values • A Tip Is Earned, Never Expected: We recognise great work openly, fairly, and often., • A Community of Trust and Transparency: We communicate honestly and care about the detail., • Tap Into the Passion: We stay curious, take smart risks, and keep improving., • Success Is a Shared TiPJAR: We win together, support each other, and share the rewards. Interview Process We keep our process simple, transparent, and human. You’ll meet the people you’ll actually work with, and we’ll give you space to show how you think, communicate, and collaborate. • Initial Conversation (20–30 mins) - A relaxed call to learn more about you, your experience, and what you’re looking for., • Hiring Manager Competency Interview (45 mins) - A deeper conversation about the role, your skills, and how you approach your work., • Task Exercise - A 60 minute, role-relevant task that gives you a feel for the work and helps us understand your thinking., • Final Conversation - A conversation with a Director or Cofounder, giving you the chance to ask questions and get a real sense of what it’s like to work here. We move quickly and communicate openly throughout. No surprises, no long waits, no unnecessary steps Preemployment Screening All offers of employment at TiPJAR are subject to pre-employment checks. This includes a DBS check, employment references, and confirmation of your right to work. Employment can only begin once you have demonstrated your legal right to work in the UK, in line with the Immigration, Asylum and Nationality Act 2006. Equal Opportunities TiPJAR is an equal opportunity employer. We welcome applications from everyone, regardless of age, disability, gender identity or expression, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We are committed to building an inclusive workplace where everyone feels valued and able to thrive.
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